Photoshop Express: Cannot download Camera Pack inside Photoshop Express app

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  • Updated 6 years ago
  • Solved
  • (Edited)
I am trying to buy the Camera Pack app for Photoshop in the app on my iPhone 4 using the current update and I get the message that I need to buy the app first! Hello! I am IN the app! How can I fix this? Help please! Also, when I try to sign in to this support site my keyboard keeps dissapearing! this may or may not ever make it to posting. :-/
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Celeste

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Posted 7 years ago

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Charlie D, Official Rep

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Official Response
Hi Celeste

Sounds like you're seeing a paid features info screen. All it means to say is that you have to initiate the purchase from within our app. There are several ways to get the purchase process started: tap the 'New' button on the home screen, attempt to use one of the paid features (try one of the Express Camera advanced features, or try using Reduce Noise in the Editor).
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Celeste

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I tried purchasing the camera pack in photoshop on my iPhone 4 but I get the message that I have to purchase the app that it's for, first. excuse me? I am IN Photoshop trying to make the purchase! my phone is up do date and I can't figure out what's wrong.

This reply was created from a merged topic originally titled
Can't purchase camera pack in photoshop. Have iPhone 4 current updates. Help?.
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Rolando Oliveira

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Hi,
Have The same problem, I have the app installed and try to buy the camera pack, keeps giving the information that I need to buy PS Express!
Can help?
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meanewone

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Is this the screen that you are seeing?

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Rolando Oliveira

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Yes and than a message saying that I have to buy the application (PS Express)
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Celeste

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this is a legitimate issue you guys. We are not just computer, iPhone newbies. please respond with solution!
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Celeste

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this is a legitimate issue you guys. We are not just computer, iPhone newbies. please respond with solution!
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meanewone

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Rolando, Celeste, It looks like you guys landed on the screen that has details about the features that you are trying to buy. If you click on the Buy button, it would start the process of making the purchase ... Let me know if this make sense and solves your problem...

If not, then could you please provide a screenshot from the device so that the issue could become more clear (To take a screenshot on iPhone4: Press Power button + home button together -> image would go into camera roll)
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Celeste

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apparently I cannot post a screen shot here. I did reply in email but since that doesn't seem to show up here I have no idea whether you got it. the screen shot shows what I said it would - a message that I must purchase tPs Express before buying the add on. plus you'll see the photo I opened in PS Express in the background.
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meanewone

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No I am not able to see the screenshot myself.

You can try uploading (with public permission) the screenshot to Either Dropbox or Photoshop.com and provide a link here so that we all (esp. Adobe Engineers) could see a screenshot ..

I know I am asking a lot and you have been waiting on for a whole month now ... but I guess with this screenshot, somebody will be able to help you out
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Rolando Oliveira

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Hi Gyus, here it goes, it's in Portuguese but anyway the problem is the same:
1st error message (You can not buy this item, have to buy the application to which this item is intended to buy the item)



and than: (Purchase error Not possible to connect to iTunes store)



And i'm connected to iTunes store just finnished updating some apps.
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meanewone

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From what I gather is that you both are trying to make a purchase from a Portugal Store and it says that you cannot buy this Item.

And interesting fact is that this message is being shown by Apple ... hmmm

Charlie, any thoughts?
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Anmol Dhawan, Employee

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Official Response
Thank you providing us all the information.

Are you guys able to purchase In-app purchases from other applications or is this a Photoshop Express specific issue?

Could you please try out the following, this may help resolve the issue:
- Go to Settings>Store>Sign Out
- Exit settings
- Go back to settings and sign in again
- Now try to purchase again from Photoshop Express

If the above doesn't work, try the following:
- Go to Settings>Store>Sign Out
- Exit settings
- Go to Photoshop Express, initiate the purchase, it should ask for App Store credentials, enter the credential and see if it works

A similar kind of issue has been discussed below:
https://discussions.apple.com/thread/...

The following post could also be helpful
https://discussions.apple.com/message...
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Celeste

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I've uploadedscreen print to Photoshop.com and no, I am not in Portugal. I'm in California, US.
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meanewone

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I was having a hunch that it could be a app store related issue ... hence was assuming Portugal for both you and Rolando...

Looks like Adobe engineers are back ..Did you happen to try out steps listed by Anmol ...

BTW ... Could you share the link of the image that you have posted to photoshop.com?
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Celeste

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I tried both suggestions. neither one worked. yes I signed out, yes I exited settings completely before going back in or going to PSExpress to try purchase again. and I STILL cannot see more than four lines of text in this text window. all very frustrating you guys. if you tell me where to call I would do this on the phone with you.
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Celeste

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I would give you a link but I don't see a complete link when I upload. I can tell you it's in gallery 2, called 'PS Express in app purchase problem' and the image info is that's displayed to ME is 20...0625.jpg
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Celeste

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ok, I found the info on my photoshop page. the photo is
Image 2012216130625.jpg. does that help?
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meanewone

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To get the Link of the image, try this ...
1. Select the image in the Organizer (I am viewing a large thumbnail)
2. Select the 'Share Media' option from the bottom
3. Under the image thumbnail there would be two small icons. You can click the first icon which will copy the link of the image
4. Paste the link here ...

I am actually out of all sane ideas now... but here is one thing that can be tried out ... Try purchasing from a different/new account (You dont have to complete the purchase but make it reach up till the buy button). This could help in figuring out the source of the problem - Account related or application related or Apple Releated
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Celeste

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here's the link to the web page the screen shot shows up on:http://www.photoshop.com/users/Poison.... if I use a new account won't I have to redownload the PS Express again??
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Charlie D, Official Rep

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Official Response
Hi All

I think I have figured out the problem. The same iTunes account must be used for both download of the app and also the in-app purchase. When I let one iTunes account download the app, but try to use an alternate iTunes account to make the purchase, I can reproduce the error described ("I get the message that I need to buy the app first! Hello! I am IN the app!")

The iTunes account that tries to make the in app purchase must be the same iTunes account that initially downloaded the app in the first place. It's Apple's rule, and way of making sure users don't hand out apps to their friends, I suspect. Logging out and back in, or restarting the app won't help. I suggest uninstalling and reinstalling using the same iTunes account. And if you had already purchased the in-app features using this new or correct iTunes ID, and you don't see the Photoshop Express features you purchased, try using the Restore Purchase button in the app Settings.

Please let us know if this does or doesn't help, or match your problem.
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Rolando Oliveira

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Hi guys,

It worked like you said Charlie, thx a million ;))
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Celeste

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Charlie, I don't believe I have more than one iTunes account, except for the one I created yesterday because someone suggested I try it from a different account. if I uninstall the PSE app and then reinstall it, if it was from a different account will iTunes still recognize that I already had the app? thanks!
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Charlie D, Official Rep

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Hi Celeste

Sorry for the delay. If you made the camera pack purchase using an alternate iTunes account, you must also download the Photoshop Express app using that same account. Whether it's your main iTunes account, or an alternate account you used for this one app, the initial app download and install, and also your camera pack purchase must all match up to the same iTunes account.

I suggest you uninstall the app, and then sign into iTunes using the same account you used to purchase the add-on. Download the app again, launch it, and inside the app Settings, find the Restore Purchase button and enter the correct iTunes account info.